Complaints

This profile includes complaints for HotelPlanner.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HotelPlanner.com

  205 Datura St 10th Fl West Palm Beach, FL 33401-5658

  
• 

  Room 77, Inc.

  888 Villa St Mountain View, CA 94041

• 

  Lucid Travel, LLC.

  205 Datura St Fl 10 West Palm Beach, FL 33401

• 

  HotelGuides.com, Inc.

  PO Box 13318 Charleston, SC 29422

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11, 2023, I was looking to book a hotel room at the **************** in ************, ********** for April 27, 2023 to April 30, 2023. The understanding with the representative is that my credit card would be charged at check in, yet Hotelplanner.com charged my credit card for $477.75 dollars the same day. Now I have been back and forth with my bank and Hotleplanner.com in an attempt to get the funds back. I have been told to contact the ****************, which I have found out does not have a working phone number. The representative has also tried to contact them and informed me that they cannot because the phone number they have on file is not a working number. Per further review **************** has a F rating with the Better Business Bureau in ********** and reviews of past customers state that it is total run down, misleading in the photos and 90% of it is used for housing.

  

  Business Response

  Date: 03/05/2023

  Greetings ******,
  
  After listening to the recorded phone call I can confirm you asked directly about being charged now, or being charged upon arrival. The booking agent said in order to secure the room, you would see the charge now, and you confirmed that was ok. You also agreed to the nonrefundable policy. 
  
  We are sorry the hotel is not picking up any calls. I personally tried to contact them a couple times, there was no answer. The number did, however, work. 
  
  I can understand why this situation is frustrating, but I am not able to refund your card without approval from the hotel. I can offer a $100.00 voucher as a gesture of good will.
  
  If you have any further questions or concerns, please contact me directly at **********************************************.
  
  Regards,
  *****************************

  Customer Answer

  Date: 03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room for 3 nights in ******* ********** in October 2022 (6 months ago) for a weekend in March. I got a receipt via email last week (February) asking me to review my stay. I tried multiple times to get a hold of someone using the email and chat links on the review to let them know that my reservation was for the wrong dates and that the event that I booked the hotel for hasn't even happened yet. The company charged my credit card for the full amount of the stay (around $450 dollars) and charged me a $59 service fee. When I saw this I called the hotel and got the ***** number from them to Hotel Planner. They agreed to refund me 2 of the 3 nights and the service charge. However, I have still been charged $150 for one night in a hotel that I have never stayed at. Also, since this is such a big event, the hotels in downtown ******* (where my original reservation was) are now completely sold out or are over $400 a night. Hotel planner refused to pay for the difference in my out of pocket cost for a new reservation. I will be out $150 for the fee plus about $500 more for the difference in room rates. I would like them to refund my $150 and pay for the difference in rates for my stay at the end of the month.

  

  Business Response

  Date: 03/02/2023

  Dear *****,

   

  This is a "Paid at Hotel" reservation, so that means the hotel is the billing party. ************ refunded the service fee associated with this booking. Otherwise, we are not able to refund anything as we did not charge your card anything (besides the service fee that is refunded). We contacted the hotel, they confirmed to us again they are unable to refund anything else due to this reservation being a "no show". We are so sorry about that, we do understand this is a frustrating situation.

  Due to this reservation being booked online, I can confirm this is not a mistake made by ************. However, I would still like to offer a voucher of $150.00 as a gesture of good will. 

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Kind Regards,

  *****************************

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this website to book a room for my upcoming vacation. After reviewing all the room options, I opted to go with a Prestige Suite City View at the **************.Once booked I contacted the hotel to confirm my reservation. To my surprise the hotel said I was booked into a superior room with simply a luxury room upgrade, and not the prestige suite I booked and that is shown on my booking confirmation. I immediately contacted hotel planners support number and received a call within minutes. The gentleman I spoke to assured me it would be taken care of and would be contacting the hotel. I got a call back a few minutes later and stated that he had to speak to the reservations at the hotel and they would be in at 9am local time, and as soon as he spoke to them he would immediately call me back with an update. He never did call me back, however I followed up with the hotel and they stated he did call and that the representative at hotel planner that called would be partnering with his support team to resubmit under the correct room category, which never happened. I attempted to call back hotel planner however no one ever picks up nor are they returning my calls. Also tried requesting a call back, sending emails and have had no luck. After reviewing other complaints the frequently express that they are busy and follow up on calls/emails in the order received. So after a few days of no call backs and no replies to my email I attempted to submit a request with my business email and phone number, which is not linked to my original booking and to my surprise they did call back that number, which proves they are simply avoiding my calls/emails. During this call the rep I spoke to said she would request manager follow up, but I have not received any updates or follow **** It would be great if you could at least follow up and keep me updated. I am not requesting a refund, I simply want my reservation corrected and booked into the correct room category I booked and paid for; as well as for it to reflect at the hotel. Itinerary #H6263188

  

  Business Response

  Date: 02/27/2023

  Greetings,

   

  I see that you also reached out to VP, ***************************** and Head if Investor Relations, ***************************. I can see everyone is doing their best to get this worked out with the hotel supplier. ***** is my immediate supervisor. I see that she contacted you earlier today to advise you we are working on this. We will update you as soon as we have more information. 

   

  Until then, please be assured, we are doing all we can to make sure this is fixed for you.

  If you have any other questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

  *****************************

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19502525
  
  I am rejecting this response because: pending resolution as support team at hotel planner, partners with their room supplier to get the issue corrected. Thank you for your response, as soon as there is a resolution I will update. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/05/2023

  Hello,

   

  We should have an answer on Monday. Our team is working very hard on your request.

   

  Regards,

  *****************************

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19502525
  
  I am rejecting this response because: Pending final resolution. Will update accordingly once resolution has been finalized. Thanks for the update. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/16/2023

  Greetings *****,

   

  I have reached out to ***** again to give you an update as soon as possible.

   

  Regards,

  *****************************

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19502525
  
  I am rejecting this response because: Pending final resolution, will update accordingly once resolution is finalized. Thank you ****** for being the one that provides updates. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/27/23 I reserved 2 nights at the Hampton Inn in ************** by telephone. In reviewing my confirmation for the reservation, I noticed the dates the agent booked for my stay were wrong. On the same day of the booking, 1/27/23, I made multiple attempts to reach the business by phone to correct the reservation but ************ did not return my calls. I disputed the charges through my bank but was informed by my bank that since ************ has a "no cancellation policy" I had to pay for the charges.Unfortunately, the booking error was made by ************'s agent and not me. The business did not return my calls to correct this mistake. For this reason, I believe I am entitled to a full refund and an exception to ************'s no-cancellation policy.

  

  Business Response

  Date: 02/27/2023

  Greetings,

  We received a notification that the booking amount has been disputed through your bank. Unfortunately, when a notice of a disputed charge is received, we are locked out of the refund process while the dispute is under review with the original merchant of record,
  
  This requires us to close your ticket pending the dispute investigation, which can take up to 90 days, and unfortunately, there is no manual override.
  
  If you have a letter from your bank/credit card holder stating the dispute is withdrawn, we can make the request for the dispute review to be closed early.
  
  This is what needs to be included in the dispute closed letter and emailed to *****************************
  
  MUST be a screenshot of a message in the banks online messaging portal or a photo of a letter on bank letterhead (Cannot be a forwarded email from a bank rep)
  MUST state cardholder dropped or withdrew the dispute
  MUST include the following info, which must match the charge info:
  Cardholder name
  Last four digits of card
  Amount of dispute
  
  If you can present this documentation, we can work to have your dispute closed earlier, but we cannot promise approval. Unfortunately, that is not our decision. We will contact you with a status update as soon as we hear back from the merchant of record for this booking.
  
  Thank you for your patience through this process.

   

  If you have any further questions or concerns, please contact me at **********************************************.

   

  Regards,

  *****************************

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have provided the required documentation for a full refund.

  Upon receipt of a full refund to me as promised, I approve the resolution.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/17/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/30/23 I was moving from ** to ** when a dangerous ice storm began in the evening. As my parents drove as cautiously as possible I booked a room in a city we thought we could get to. #H6155819. We were wrong & the road became too dangerous. We slipped into a ditch & had to be pulled out. Then the highway was shut down! We were forced to stay in another city 2 hours away from the one we hoped to get to for the night. I called to cancel my reservation when the highway closed. It was 11:49 & before midnight. I was put on hold for 13 minutes, so until after midnight at 12:03. Someone finally got on the line & told me I had to call back since the person I spoke to was unavailable. I have call logs, screenshots, and times along with photos of the ice we were driving on & us being pulled out of a ditch! I called back immediately & was told I would be refunded the $212.55. Never happened! (The screenshot times will be an hour off since I was in **, an hour behind TX, when realizing I should keep proof. I had a bad feeling!) I called the ************ blame HotelPlanner. I call ******************* blame the hotel. The hotel manager, ***********************, said they wouldve refunded my money if I had canceled with the hotel directly. HotelPlanner says the hotel denies the refund. Its a finger pointing, back and forth, he said/she said mess. Apparently, when you go to search for hotels in the area the number you call for the hotel listing is not the hotel but HotelPlanner. Nice to know for those who dont! Either way, the email confirmation states I wouldnt be charged if I canceled before midnight, which I attempted to do, but was left on hold until well after midnight & told to call back even though it was after midnight. I have that email as well. I have spoken numerous times to various ***************** just initiates a ticket. I followed procedure even while we were on dangerous roads! Its dishonest for them to do this to a college student who was afraid! Sad & greedy!!

  

  Business Response

  Date: 02/19/2023

  Greetings *******,

  We have contacted the property multiple times to request a refund on your behalf. Each time we have called, the refund has been denied. The reason the hotel gives us is, "it is marked as a no show". When we tried to contact the hotel the night you needed to cancel, the calls were being sent straight to voicemail. Please know we did everything within our power to get a refund approved with the hotel.

  After listening to the booking call, I can confirm the booking agent advised you it was free cancellation before 1/27. Any cancellation after that, the cancellation policy shows it is a penalty of one night stay. 

  Free cancellation before 01/27/2023, Cancel before 01/27/2023 16:00 PM LOCAL HOTEL TIME: FREE, Cancel before 01/30/2023 16:00 PM LOCAL HOTEL TIME: 1 night(s) stay, Cancel before 01/31/2023 00:00 AM LOCAL HOTEL TIME: 1 night(s) stay, Otherwise you will be charged 1 night(s) stay.

  We are very sorry to hear about the terrible weather you encountered. It sounds like you had a less than pleasurable night. Even though the hotel is denying the refund, I was able to get a refund approved as a gesture of good will on behalf of HotelPlanner.com. We look forward to working with you for your future booking needs.

   

  Regards,

  *****************************

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:

  Hello, ******! Thank you for responding in a timely manner. As stated in my initial complaint, the hotel and HotelPlanner were pointing fingers and blaming each other. It was not my fault that representatives from the hotel or HotelPlanner couldnt make contact with one another in the required timeframe that I canceled my reservation as they left me on hold. That sounds like a communication issue between the two companies involved. Your response indicated that the cancellation would be free prior to 01/27/2023; however, the reservation was made 01/30/2023. That would be impossible to cancel on 01/27/2023 prior to the actual date it was made, three days later, on 01/30/2023. It also states in the confirmation email further down that cancellation would be free if made before 00:00 on 01/31/2023, which is midnight. As I mentioned I contacted the hotel prior to that timeframe and was left on hold until after midnight and told to call back. I did what I was required to do. I have received an email stating a refund was issued and am awaiting to see if it will indeed be credited. So for the time being, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me pending the refund. Thank you!

  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Googled *********** to book a room in wedding block for February 18th. I clicked on what appeared to be the hotel chains website, called and stated that I was booking for a wedding block, completed my order and only got a confirmation text with the hotel name at the top and confirmation/itinerary number, date information and support number to call. I was under the impression I was booking through the hotel chain directly. I tried to call the support number after family telling me that $400+ was not the correct price for a room, they were supposed to be $249, and no agents were availvable, and had to left a voicemail to get a ticket generated. Turns out the booking rep didn't book, and wasn't able to book, for a wedding block room. I am attempting to cancel my room to get a blocked room at the wedding rate. No responses and no call backs. I only discovered by calling the support number given that is was through hotelplanning.com. So I went there and looked up my reservation to cancel and turns out I am unable to cancel my room. They did not tell inform me at the time of booking that they have a non-cancellation policy, or I never would have booked that room. Now I am stuck with paying almost double the rate I was supposed to and nobody to speak to and no response. My reservation also has the incorrect spelling of my name, and it's a prepaid room that the hotel can't even cancel to get me the rate I should with the block of rooms for the wedding. They didn't indicate they were a third party/not the hotel chain itself, nor did they mention a non-cancellation policy. I was booked incorrectly and no way to cancel. I would like to cancel the room booked to be able to book through the actual hotel so I can get room in the wedding block of rooms and receive the appropriate rate, as I have a room set aside for me in the block, but don't want to pay anything for it until this is resolved.

  

  Business Response

  Date: 02/13/2023

  Greetings *****,
  

  Please accept our sincere apologies for the delay in response. We must respond to all request in the order they were received. 

  Unfortunately, there was not a call saved in the recorded calls for me to verify if the agent made an error in not telling you your cancellation policy. 

  
  When booking in a block it is imperative that you contact the hotel directly. As a gesture of good will we have been able to get an approval for cancellation free of charge. We have processed your refund, and cancelled your reservation. Please allow **** business days to see that reflected on your account. I informed the hotel that you would contact them directly to rebook. The number for the hotel is **************.

   

  If you have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

  *****************************

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I appreciate resolving the matter! Thank you for the service!

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, 1/29/23, my husband went on line to make a reservation at the ************ in ********** ** for a wedding in March. But instead of connecting directly with the hotel and the Hilton reservation system as he intended, he unknowingly connected to a different site for reservations and had a very upsetting experience with the agent on the site, which we later identified as HotelPlanner.com. My husband is a stroke patient, and he can become confused and stressed at times. The experience he had with HotelPlanner on line was such a moment, and he was very angry and frustrated by it. As my husband related to me, he felt manipulated and tricked about the reservation, almost like a phone scam. He said the agent spoke with a foreign accent and was difficult to understand. She evaded answering questions about whether she was part of Hilton reservations, and pressured my husband to complete a "process" before she would respond. The agent also reportedly used scare tactics by threatening that the specially priced wedding guest rooms might be lost if he didn't quickly complete the reservation. My husband felt pressured through the reading of conditions, and ended up agreeing (res. *********** but he hung up complaining about being bullied and scammed. The agent never revealed who she represented. The final insult came when I reached the hotel in GA directly and found that the HotelPlanner.com charge of $282.81 was twice the rate quoted to me by the hotel itself. We cancelled the HotelPlanner reservation. We have been unable to contact someone to complain using their phone lines and internet options. So we are turning to the Better Business Bureau to help us obtain a full refund. It is our understanding that HotelPlanner will keep 1/3 of the charge as their fee for cancellation. We feel that the aggressive, manipulative tactics employed here, not to mention the deceptive presentation, should not be rewarded. We want a FULL refund, and look forward to BBB's help.

  

  Business Response

  Date: 02/06/2023

  Greetings,

   

  Your refund has been processed. Please allow **** business days to see that refund reflected on your account. 

  Please accept our sincere apologies for the entire experience. If you should have any further questions or concerns, please reach out to me directly at **********************************************.

   

  Regards,

  *****************************

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Many concerns regarding this company. Bottom they make it impossible to reach them to even try to resolve problems.I will NEVER use this booking company again!!!I simply want to be able to use the voucher they issued to me!

  

  Business Response

  Date: 01/26/2023

  Greetings *****,

  Please accept our sincere apologies about a delayed response. Any delay is due to us helping guest with request in the order they were received. I would love to assist you with using your voucher. I need a few key details. I need the voucher information, where you are wanting to book and the dates. Please email me directly at **********************************************. 

   

  Kind Regards,

  *****************************

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18897970
  
  I am rejecting this response because:

  I used the email she gave me. It is not recognized. One more dead end from this company.

  I can not use the voucher because they make it impossible. I am desperatly trying to book my date and hotel. At this writing they have only one room available.

  Help!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/01/2023

  Hello *****,

   

  I have personally responded to the email. I did cancel the voucher and issue a full refund. I notified you via email.

   

  Regards,

  *****************************

• Initial Complaint

  Date:01/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotel room contract in ********* ***** made on Dec. 20, 2022 at approx. 4pm Pacific Standard time. Reviewed credit card statement on Jan. 14, 2023 and discovered a room charge (*****) and two service fees (**** each).Immediately called Hotelplanner.com at phone number provided to argue charges and was put on hold for 1 hour and 15 minutes with no response. Called once again on Jan. 16 and put on hold for 1 hour 30 minutes with no response. Called again on Jan. 17 and put on hold for another hour with no response. I went on line to a chat area on ************ website and was once again put on hold indefinitely although I was asked for my email address. No response as of today Jan. 18. Intent is to keep reservation for Jan. 30 in ********* as confirmed.No way to resolve overpayment or adjustment. Quite frustrated with a lack of response

  

  Business Response

  Date: 01/19/2023

  Greetings ****,

   

  I have searched the email attached to this complaint, and your name and I can not find your reservation. So I can better assist you, please provide your reservation number that begins with an H. Please email it directly to me at **********************************************.

   

  Regards,

  *****************************

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late October 2022 I made a reseravtion through Hotel Planner for a two night stay at a hotel.I was quoted roughly $500 per night. I cannot remember the exact amount but it was less than $520.I was not told about any extra fees or taxes either. I received a text confirmation with my itinerary number H5767452 but I did not receive an invoice via text or email. We stayed the two nights and everything seemed fine. On the day of checkout,I received an invoice via text that stated the nightly rate was now $724.99 per night with an additional $406 or taxes and fees.I was charged a total of $1,855.98 for a two night stay when I expected to pay $1,100 *** with tax included.I called Hotel Planner and was told a case would be opened and they would listen to the recorded phone call and get back to me. I found out that they had my email address incorrect so I asked them to correct that. Nobody ever called me back or emailed **** have called Hotel Planner a total of 6 times and every time I was told someone would call me back and nobody has ever called to speak with me. I have also asked repeatedly for them to correct my email address but each time I call, they still have the email address misspelled. .I called hotel planner at one point and the rep I spoke to read the notes from my case and said that the recorded call was listened to and they say that I agreed to the charges that they charged me so the case was closed and this was all emailed to me.Again they did not have the correct email address so I have not received any communication from them at all. I even asked them to send me the audio file of the recorded call and if I really did agree to those charges, I would leave them alone. Still nobody has reached out to me.

  

  Business Response

  Date: 01/17/2023

  Greetings *****,

   

  I have attached the recorded call. I can confirm that you agreed to the price, and the agent put the email address in the system just as you stated it on the call. Without placing blame on anyone, the rate that was disclosed to you on any receipt from ********************************* is not the rate you paid (nor us, for that matter.) It is used only for wholesale transactions and does not represent any rate that was available at that property to the public when your reservation was confirmed. You verbally understood that you were not contacting the property itself, and the agent advised he would assist you in requesting a room close to where you originally proposed to your wife.

   

  If you should have any further questions or concerns, please reach out to me directly at ******.********@HotelPlanner.com.

   

  Regards,

  *****************************

  Customer Answer

  Date: 01/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************